Senior Control Tower Specialist

Location:

Lancaster, TX
Division:
Road Transport US
Job Posting

Title:

Senior Control Tower Specialist, Special Projects, Road Transport US

At DSV Road Transport, The Senior Control Tower Specialist, Special Projects is a key member of the operations team responsible for ensuring seamless execution across the transportation network while providing specialized support on pricing, rating, and project-based initiatives. This role functions as a subject matter expert and operational "floater," supporting all product lanes, covering for team members as needed, and leading or assisting with special projects that enhance service delivery and customer experience.

The Senior Control Tower Specialist drives operational excellence by proactively managing exceptions, analyzing performance data, and aligning execution with customer expectations and contractual requirements.

• Oversee the full lifecycle of shipments from pickup through final delivery, ensuring accuracy, timeliness, and customer satisfaction.
• Provide pricing and rating support, including generating spot quotes and analyzing cost structures to optimize profitability.
• Act as a back-up resource for Control Tower Specialists across product lanes (first, middle, and final mile) to ensure continuity of service.
• Serve as a floater across all operational lanes, assisting with workload balancing and covering absences as needed.
• Lead or support special projects, including systems enhancements, new product rollouts, process improvement initiatives, and customer onboarding.
• Serve as the escalation point for complex delivery or service issues; partner with stakeholders to resolve challenges quickly and effectively.
• Analyze shipment trends, service failures, accessorials, and customer feedback to identify root causes and develop solutions.
• Interpret and enforce service-level agreements (SLAs) and contractual obligations across customer accounts.
• Monitor shipment data within the Transportation Management System (TMS) to ensure accuracy, timeliness, and compliance with performance targets.
• Collaborate cross-functionally with Sales, Operations, Warehouse, and Customer Success teams to deliver integrated service solutions.
• Provide timely updates and clear communication to carriers, customers, and internal stakeholders.
• Generate ad-hoc reporting, data analysis, and insights to support leadership decision‑making.
• Track last‑mile and linehaul performance, proactively resolving any anticipated or real delays.
• Lead by example in professionalism, customer focus, and teamwork.
• Perform other duties and special assignments as directed by management.

• High School diploma or equivalent required;
  Bachelor's degree in business, logistics, supply chain management, or a related field is preferred.
• 3 years’ experience in logistics, transportation brokerage, or related field required; 5+ years preferred.
• Experience with Transportation management software.
• Experience with rating, pricing, or cost analysis within freight brokerage or logistics strongly preferred.

• Strong analytical and problem‑solving skills with the ability to interpret data and recommend solutions.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Teams).
• Experience with Transportation Management Systems (TMS); CRM or pricing tools a plus.
• Excellent verbal and written communication skills for escalation handling and customer updates.
• Strong organizational skills with ability to multitask and manage shifting priorities.
• Collaborative mindset with ability to work cross‑functionally and independently.
• Customer‑focused with the ability to build and maintain strong relationships. Ability to perform basic mathematical calculations, such as calculating mileage, costs, rates.
• Business fluent in English.
• Highly proficient in Microsoft Office Software (Excel, Word, PowerPoint, and others).
• Good knowledge of Transportation Management Software.

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. The employee also regularly lifts and/or moves objects up to 10 pounds. Specific vision requirements of this job include close vision and distance vision.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable…